Municipal Localities Using 311 Systems to Provide Better Service to Citizens

Ever need to locate a municipal service and not sure who to call? Placing a call to City Hall can be a very confusing endeavor. Many citizens, not knowing who to contact, inevitably call the wrong number and are faced with the frustration of being transferred around from department to department. This type of inefficiency causes problems for both the citizen and the city employee. The person with the question or problem ends up being forced to retell their story, while overtaxed workers are drawn into issues that are not at all related to their departments. Worse yet, some frustrated citizens resort to calling the emergency 911 system when all else fails...

All across the country, cities and counties are implementing "311 Systems" for non emergency citizen requests. Like 911 systems, 311 call centers assist citizens inside their jurisdictions and resolve issues through approved 'answers' contained in the center's 'knowledge base' repository. If the call involves a service that must be scheduled to a city/county department, the 311 call center staff creates a 'ticket' and assigns workflow tasks to the appropriate employees to provide an action. The trend is toward integrated 311 call centers that consolidate non-emergency service requests across all municipal agencies in a city or county government. These systems go far beyond the original vision of service request management to providing streamlined call reporting. As a result some 311 systems handle calls for all municipal services, such as scheduling inspections, obtaining building permits, locating assessments, etc. In addition, 311 employees are trained to deal with 911 emergency calls and can assist in case of large scale emergencies.

For many localities, the original goal was modest: reduce the volume of non emergency calls to 911 operators by establishing a new 311 phone number. In the process, though, many localities discovered the value of a single point of contact for the private sector. Baltimore was the first city to install 311 in 1996. Within two months, 42% of 911 calls went instead to 311, greatly improving emergency-response times.

"311 has been a miracle. It has been a godsend for us," says Ed Harris, emergency communications director for the Austin Police Department, which launched its program a week after September 11. "311 saved us not only from having our 911 system swamped but saved our citizens who had true emergencies, such as heart attacks and crimes in progress, from getting a busy signal."

Local Governments are reporting huge benefits. "A 311 system changes the way a city [county] runs itself," says Jeffrey Ford, professor at Ohio State University's Fisher College of Business, who worked with one of his graduate classes to develop a 311 plan for the City of Columbus, Ohio. "Cities become much more performance-oriented and delivery-oriented. There is more accountability, and it becomes very clear which departments or divisions are not working well." The 311 system increases worker productivity, reduce operating costs and helps the city leverage its existing resources in dealing with quality of life issues.

A 311 system also speaks to the growing trend of "transparency in government." Citizens like to be able to "reach out and touch" their government. People simply want an answer to their question, or to feel like someone cares enough to hear them out and take action to resolve their problem. For citizens who are willing to go the extra mile, some localities are even allowing them the option to search for and find their own answers in an on-line knowledge center tied to the city's website. In an age where citizens are demanding access to information and local governments are trying to reduce or re-route call volumes, implementing a 311 system is a wise investment for any locality. With "311" - - Everybody Wins!

10 Most Recent Articles Written by Anne Sych

Disaster Preparedness | Safeguarding Your Most Valuable Assets - Company Knowledge
Written by: Anne Sych |
Distributed: 2010-12-08 |
Word Count: 428 |
Page Views: 2757
| Votes: 3 |
Rating: 0.67
Nobody likes to have to think about disaster preparedness,
and many do not give thought to safeguarding 'company
knowledge', but among other tangible catastrophic losses,
it can mean the difference between your business making it
or going under when a disastrous event occurs.

Cloud Computing: Does Your Business Belong in 'The Cloud'?
Written by: Anne Sych |
Distributed: 2010-07-27 |
Word Count: 601 |
Page Views: 2654
| Votes: 3 |
Rating: 0.33
The 'Cloud' has rolled in and by all accounts is here to
stay, but is it really the magic bullet for most businesses
and is it right for you? And are all clouds the same?
Here's what you need to know about computing in 'the
Cloud'.

The Hidden Costs of Freeware
Written by: Anne Sych |
Distributed: 2009-07-08 |
Word Count: 572 |
Page Views: 2758
| Votes: 10 |
Rating: 2.40
You are tasked with looking for software and in your research you
stumble upon 'free' software. Can this be? It sounds too good
to be true! How can they do that? It is very tempting - most of
us at least take a peak. After all, why would we buy something we
can get for free? But don't be rash... The cost of free might be
really steep...

Resolve to Improve Transparency with Your Constituents: The Benefits of Citizen Request Management Software
Written by: Anne Sych |
Distributed: 2009-01-21 |
Word Count: 399 |
Page Views: 1924
| Votes: 6 |
Rating: 3.67
Well it's a New Year, with all of its promises of fresh starts
and new beginnings, but you may not be as optimistic as in years
past. Everyone is feeling the squeeze of the struggling economy.
Municipalities are being forced to do business-as-usual with less
staff, and budget cuts have butchered most cities and counties
plans to purchase much needed equipment.

5 Benefits of SaaS Software in a Downturn Economy
Written by: Anne Sych |
Distributed: 2008-11-18 |
Word Count: 735 |
Page Views: 2398
| Votes: 6 |
Rating: 2.00
Whether you call it a 'hosted solution' or SaaS (Software as a
Service), this model of software delivery is a perfect fit for
many organizations. While the concept of 'leasing' software has
been around for a long time, it has been gaining popularity in
recent years, and for good reason.

3 Keys to Cutting Costs Through Centralized Knowledge Management
Written by: Anne Sych |
Distributed: 2008-09-30 |
Word Count: 850 |
Page Views: 2878
| Votes: 7 |
Rating: 0.43
We all know the saying 'Knowledge is Power', and this still
rings true today, but knowledge can also be analogous to
'Time'. Whether it be time gained, or time lost, how quickly
employees can access company knowledge translates into huge
amounts of time, translating into huge amounts of money. In a
season where companies are forced to maintain and improve
services, while often cutting budgets, time (knowledge)
management can be an overlooked tool that can produce dramatic
effects to the bottom line.

Government in Action: Cities Move Toward Four-Day Work Week
Written by: Anne Sych |
Distributed: 2008-09-09 |
Word Count: 476 |
Page Views: 3907
| Votes: 4 |
Rating: 3.50
While we cannot know if gas prices have 'peaked' or will
continue to rise, some municipalities have moved to a four-day
work week in an effort to cut expenses for cities and employees
alike. Facility utilities are reduced by up to 20 percent, and
employees realize an immediate savings in commuting expenses when
shifting to a four-day week.

Analysts Speculate IT Tech Trends for 2008
Written by: Anne Sych |
Distributed: 2007-12-05 |
Word Count: 1048 |
Page Views: 2394
| Votes: 6 |
Rating: 3.17
At the recent Gartner Symposium/ITxpo held last October in
Orlando, more than 6000 senior business and IT strategists from
virtually all major industries gathered for the industry's
largest conference to gain the latest advice on driving profits
and performance with IT.

Most Recent "Computers" Articles

To IPhone Or To IPad, That Is The Question
Written by: Dawn Carey |
Distributed: 2011-06-24 |
Word Count: 658 |
Page Views: 3378
| Votes: 2 |
Rating: 0.00
If your iPhone experience has ever left you wanting more,
then the iPad may just be the scratch your itch is looking
for.

Learn How to Identify, Diagnose and Replace Damaged Laptop LCD Screens
Written by: Erwin Leona |
Distributed: 2010-10-26 |
Word Count: 508 |
Page Views: 4328
| Votes: 3 |
Rating: 3.67
Consumers with broken laptop screens will usually take their
computer to an electronics repair store or replace the
laptop altogether. A broken laptop screen still has a
perfectly functioning machine underneath and with just a
screwdriver and a manual you can replace the screen yourself
and save. This task is much easier than it sounds and the
job can be done in less than an hour with the proper set of
instructions.

Is The Apple IPad The Perfect Student Laptop?
Written by: Titus Hoskins |
Distributed: 2010-08-03 |
Word Count: 816 |
Page Views: 3652
| Votes: 4 |
Rating: 3.00
Will the new Apple iPad turn out to be the perfect student
laptop? Only a close examination of the iPad features (and
missing features) will give you the answer.

Is Nvidia Optimus The Future Of Gaming Laptops?
Written by: Titus Hoskins |
Distributed: 2010-07-29 |
Word Count: 874 |
Page Views: 3153
New Nvidia Optimus technology gives you switchable graphics
for enhanced visuals and longer battery life for your
laptop. But what will this new Optimus technology mean for
the future of gaming laptops?

Has 3D Gaming Finally Arrived?
Written by: Titus Hoskins |
Distributed: 2010-04-20 |
Word Count: 970 |
Page Views: 3037
| Votes: 5 |
Rating: 2.20
Dazzle them and they will come, or will they? We all know
the new 3D technology as seen in the popular film Avatar has
everyone enthralled, but will 3D have the same impact on
computer gaming? Are we on the verge of a visual gaming
revolution?

Roles and Responsibilities of a SAP MM Consultant
Written by: Varsha Vilankar |
Distributed: 2010-04-20 |
Word Count: 1255 |
Page Views: 10894
| Votes: 61 |
Rating: 3.00
Everyday there are thousands of people who discover the
prospects of a career in SAP. However, lack of knowledge
often takes them to mushroom schools that have sprung up due
to the high demand of SAP training. Varsha has attempted to
give an easy to follow roadmap that is drawn on a timeline.
Following this roadmap will ensure that students don't end
up as hit-and-run victims of mushroom schools that are run
by unethical businessmen and not educators. Midst of the
weakening economy and employment uncertainty, the last thing
you want is for someone to rob you of your savings and
precious time. Read this article to stay in touch for an
amazing career in SAP.

New Trends In Gaming Laptops
Written by: Titus Hoskins |
Distributed: 2010-03-10 |
Word Count: 695 |
Page Views: 3756
Just what are the latest new trends in gaming laptops? Will
greater portability and 3D features become the latest trends
in gaming laptop design... read to find out.

Gaming Laptops - 5 Reasons To Put Them On Your Christmas List
Written by: Titus Hoskins |
Distributed: 2009-12-30 |
Word Count: 840 |
Page Views: 2747
| Votes: 3 |
Rating: 3.00
The Holiday Season is just around the corner and everyone
will be considering what to give as gifts this Christmas. If
you have more than a little cash to spare and you're
operating in a Non-Scrooge mode, here are 5 reasons why
giving a gaming laptop should be high on your list.

Most Viewed "Computers" Articles

SAP HR Training
Written by: David Sholmire |
Distributed: 2008-04-30 |
Word Count: 716 |
Page Views: 15233
| Votes: 74 |
Rating: 2.30
Learning SAP HR or (new name HCM - Human Capital Management)
module is not difficult at all if you have a qualified and
experienced instructor who loves to teach; If you have the best
of material that is geared towards certification; If you have
system that is carefully tweaked for optimal performance and if
you have an environment that is conducive to total learning.

Roles and Responsibilities of a SAP MM Consultant
Written by: Varsha Vilankar |
Distributed: 2010-04-20 |
Word Count: 1255 |
Page Views: 10894
| Votes: 61 |
Rating: 3.00
Everyday there are thousands of people who discover the
prospects of a career in SAP. However, lack of knowledge
often takes them to mushroom schools that have sprung up due
to the high demand of SAP training. Varsha has attempted to
give an easy to follow roadmap that is drawn on a timeline.
Following this roadmap will ensure that students don't end
up as hit-and-run victims of mushroom schools that are run
by unethical businessmen and not educators. Midst of the
weakening economy and employment uncertainty, the last thing
you want is for someone to rob you of your savings and
precious time. Read this article to stay in touch for an
amazing career in SAP.

How To Choose The Best Student Laptop?
Written by: Titus Hoskins |
Distributed: 2007-07-20 |
Word Count: 861 |
Page Views: 4798
| Votes: 6 |
Rating: 1.33
This article lists the different factors which make up the
perfect student laptop. If you're considering purchasing a
student notebook or laptop in the very near future, read this
article first...

2003 Microsoft Excel Is Still In Wide Use
Written by: Joe Cleland |
Distributed: 2008-09-24 |
Word Count: 751 |
Page Views: 4412
| Votes: 8 |
Rating: 2.75
When preparing for the job market, it simply does not make sense
to get up to speed with only the most up-to-date software
packages from Microsoft. It is nice to think that your next or
current employer should be using Microsoft's 2007 Office
package. But, this is the real world.

Learn How to Identify, Diagnose and Replace Damaged Laptop LCD Screens
Written by: Erwin Leona |
Distributed: 2010-10-26 |
Word Count: 508 |
Page Views: 4328
| Votes: 3 |
Rating: 3.67
Consumers with broken laptop screens will usually take their
computer to an electronics repair store or replace the
laptop altogether. A broken laptop screen still has a
perfectly functioning machine underneath and with just a
screwdriver and a manual you can replace the screen yourself
and save. This task is much easier than it sounds and the
job can be done in less than an hour with the proper set of
instructions.

Highest Ranked "Computers" Articles

Microsoft Excel For Online Marketers
Written by: Joe Cleland |
Distributed: 2008-10-07 |
Word Count: 749 |
Page Views: 2741
| Votes: 5 |
Rating: 3.60
Many folks mistakenly believe that Microsoft Excel is strictly
for accountants and bookkeepers, but it is really so much more.
The fine programmers at Microsoft have tried to think ahead to
how people would like to use spreadsheets, and they incorporated
most of that additional functionality into Microsoft Excel.

Maintaining and Troubleshooting Your Laptop Battery
Written by: Bill Platt |
Distributed: 2008-06-17 |
Word Count: 1038 |
Page Views: 3609
| Votes: 13 |
Rating: 3.08
The actual life of a laptop battery will vary with computer usage
habits. For most users, it is not uncommon to experience
differences in battery life, of anywhere from just under one hour
to over two hours in each sitting. If you are experiencing
shorter battery life cycles, say 10 to 15 minutes, it may not yet
be time to order that new battery.

The Check Point Certified Security Administrator (CCSA) Certification Will Prove Your Worth
Written by: Frank Pines |
Distributed: 2009-07-15 |
Word Count: 500 |
Page Views: 3988
| Votes: 13 |
Rating: 3.08
Are you looking for a career in Information Technology? The Check
Point Certified Security Administrator (CCSA) certification is a
good choice to add to your credentials as a Network Security
specialist. The CCSA has not only become a highly recognized and
sought after credential to help you get the job, it verifies your
knowledge and improves your practical application skills to help
you keep the job.

Roles and Responsibilities of a SAP MM Consultant
Written by: Varsha Vilankar |
Distributed: 2010-04-20 |
Word Count: 1255 |
Page Views: 10894
| Votes: 61 |
Rating: 3.00
Everyday there are thousands of people who discover the
prospects of a career in SAP. However, lack of knowledge
often takes them to mushroom schools that have sprung up due
to the high demand of SAP training. Varsha has attempted to
give an easy to follow roadmap that is drawn on a timeline.
Following this roadmap will ensure that students don't end
up as hit-and-run victims of mushroom schools that are run
by unethical businessmen and not educators. Midst of the
weakening economy and employment uncertainty, the last thing
you want is for someone to rob you of your savings and
precious time. Read this article to stay in touch for an
amazing career in SAP.

Automated Trading Systems For Financial Markets And Recommendations For Their Usage
Written by: Nikita Laukhin |
Distributed: 2007-07-31 |
Word Count: 2011 |
Page Views: 2859
| Votes: 10 |
Rating: 2.90
Today, using information and trading platforms has become a de
facto requirement for successful trading in the financial
markets. Their advantages as compared to conventional trading
schemes include, for example, an unprecedented speed of
processing and delivery of information to end users, the level of
integration with data providers, and a wide array of built-in
technical analysis instruments.

Learning the Basics of Microsoft Excel
Written by: Joe Cleland |
Distributed: 2008-09-30 |
Word Count: 1006 |
Page Views: 2669
| Votes: 9 |
Rating: 2.89
If you have never used Microsoft Excel before, it is a computer
application that is part of the Microsoft Office package. Many
people think of MS Excel as simply a spreadsheet application that
is to be used by accountants and other number crunchers, but the
truth is that it is an application that can be so much more than
just a spreadsheet application.

What Makes Online Games more Fun?
Written by: Jon Wuebben |
Distributed: 2006-05-25 |
Word Count: 679 |
Page Views: 3627
| Votes: 12 |
Rating: 2.83
Role playing games, puzzle games, traditional games like chess
and backgammon - they are all becoming big in the online world,
with more and more people playing every day. So, what makes
online games more fun and what are the specific benefits one
can enjoy?